This Service Level Policy ("Policy") outlines the commitment of StackCX, a Software as a Service (SaaS) provider, to deliver high-quality services to its customers. The Policy establishes performance expectations, availability standards, and issue resolution guidelines to ensure customer satisfaction.
Effective Date: 15 January 2025
1. Purpose
The purpose of this Policy is to define the service levels that customers can expect from StackCX and to provide a framework for performance monitoring and issue resolution.
2. Scope of Services
The services covered under this Policy include:
- (a) Access to StackCX SaaS offerings
- (b) Hosting, maintenance, and updates
- (c) User support and issue resolution
3. Service Availability
StackCX is committed to providing a 98.5% uptime for the SaaS platform on a rolling 30-day average, excluding:
- (a) Scheduled maintenance as outlined in clause 8
- (b) Downtime due to factors beyond our control as outlined in clause 11
4. Monitoring
Service availability will be monitored using appropriate tools.
5. Support Services
Support is provided in English language to assist customers with issues or inquiries as follows:
- (a) Support Hours: Monday to Friday 9:00 AM – 5:00 PM (Greenwich Mean Time) excluding public holidays in the United Kingdom.
- (b) Support Channels:
- (i) Email: support@stackcx.com
(c) Response Times
| Priority Level | Definition | Response Time | Resolution Target Time |
|---|---|---|---|
| Critical | Complete system outage or major functionality unavailable, impacting all users. | Within 1 hour | 4 hours |
| High | Significant degradation of service affecting multiple users or critical functionality. | Within 4 hours | 8 hours |
| Medium | Partial loss of functionality or non-critical issues impacting some users. | Within 1 business day | 2 business days |
| Low | Minor issues, general questions, or cosmetic issues with no significant impact on service. | Within 2 business days | 5 business days |
6. Performance Standards
(a) Uptime: 98.5% or above.
(b) Incident Response: 90% of tickets addressed within specified response times.
(c) Issue Resolution: 85% of issues resolved within target timeframes.
7. Customer Responsibilities
Customers are expected to:
- (a) Adhere to the terms of use for the SaaS platform.
- (b) Provide accurate and up-to-date contact information.
- (c) Report issues promptly to the support team.
- (d) Provide sufficient information and reproducible errors to enable the correct analysis and diagnosis of the issue.
8. Maintenance and Upgrades
Scheduled maintenance will be performed during Sundays and public holidays in the United Kingdom between the hours of 12:00am and 12:00pm. Customers will receive prior notice for any maintenance that may impact service availability.
9. Service Credits
If the uptime guarantee is not met, customers may be eligible for service credits as follows:
- (a) Uptime Below 98.5%: 5% credit for each 0.1% below SLA target, up to a maximum of 30% of the monthly fee.
- (b) Process for Claiming Credits: Customer must submit claims within 14 days of the incident and provide sufficient information to allow StackCX to verify and process the claim. Credits will be reviewed and applied within 30 days.
10. Confidentiality and Data Protection
StackCX is committed to:
- (a) Maintaining the confidentiality of customer data.
- (b) Complying with relevant data protection laws, such as GDPR, CCPA.
- (c) Notifying customers of data breaches within the applicable timeframes.
11. Force Majeure
StackCX is not liable for failure to meet service availability targets or other commitments due to circumstances beyond its control, including but not limited to:
- (a) Natural disasters and extreme weather events (e.g., earthquakes, fires, floods, hurricanes).
- (b) Widespread network outages.
- (c) Acts of war, terrorism, or government actions.
- (d) Infrastructure failures caused by extreme weather events.
In such cases, StackCX will make reasonable efforts to restore services as quickly as possible.
12. Policy Updates
This Policy is subject to periodic review and may be updated to reflect changes in services or requirements. Customers will be notified of significant updates.
13. Contact Information
For questions or concerns regarding this Policy, customers may contact:
Email: support@stackcx.com